SmartCare Bring Your Own Phone - Virgin Plus

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Protect your bundle of joy.

SmartCare bring your own phone protects you beyond the limited warranty for manufacturer’s defects and malfunctions. Extend your coverage by adding a SmartCare bring your own phone plan today, plus get additional coverage for accidental damages. Have peace of mind knowing you don’t have to pay the full replacement value of your device, that can be up to $3,0001.

Compare protection

MANUFACTURER'S WARRANTY SMARTCARE BRING YOUR OWN PHONE
Manufacturer's defects ✔ ✔
Physical damage/Power surge   ✔
Liquid Damage   ✔
Normal wear and tear   ✔
Deductible   As low as $49
Number of replacements   2

Download the product summary

This product summary contains important information regarding the coverage provided under the SmartCare bring your own phone plan.

Good to know:

  • SmartCare bring your phone gets you up to two claims per 12 months with coverage up to $3,000 per claim, coverage ends when you reach the limit.
  • SIM cards and accessories aren't covered.
  • The replacement fee per claim ranges from $49 up to $449 depending on the device, and will be billed on your next Virgin Plus invoice following a replacement. Find out how much your replacement fee will be.

Please read the Smart Care bring your own phone terms and conditions provided with your Virgin service agreement for full details of your coverage and obligations including fees and coverage exclusions.

Limitations and exclusions apply with the full terms and conditions available at asur.me/virginplusclaims.

How to sign-up

The best time to sign up for SmartCare bring your own phone is when you activate your mobile plan with us. Alternatively you can come back to Virgin Plus store within 30 days of signing up with us and add SmartCare bring your own phone. We just need to make sure your phone isn't already broken as previously damaged or defective phones aren't eligible for SmartCare bring your own phone.

Heads-up! Before SmartCare bring your own phone covers your device, you'll need to make at least one phone call. SmartCare bring your own phone isn't available on Prepaid Plans and doesn't cover SIM cards.

SmartCare bring your own phone only covers the Virgin Plus subscriber associated to the device and coverage cannot be transferred to a different user. In addition, if you use a SIM card with your device and you take it out to use with another device, the second device doesn't become covered by SmartCare bring your own phone. It is an IMEI base coverage and will cover the initial IMEI active under the agreement.

Got questions about SmartCare? We can help.

  • What devices are eligible for SmartCare and what is its replacement fee?
    A replacement fee (from $49-$449) will be billed to your next Virgin Plus invoice following a service request.

    Find out if your device is eligible for SmartCare here. Plus, find its replacement fee should you require a replacement.

  • How do I request service?

    For defects that fall within manufacturer's warranty period:
    Head to your closest Virgin Plus store or contact us. (1-888-999-2321) to get help.

    If your device is no longer covered under the manufacturer's warranty and you would like to submit a claim under your SmartCare bring your own phone plan, you can do so online.

    Submit a claim

    You can also call us at 1-888-999-2321 from 9am to 9pm(ET), seven days a week (closed on statutory holidays).

    When submitting a claim online or calling the Smart/Phone Care BYOD centre, your request will be processed by Asurion.

    Once your request is approved, Asurion will ship a replacement device directly to you, typically within one or two business days. Your replacement device will come with instructions on activating the device, backing up and transferring your personal information (if possible) and sending the damaged or defective device to us using the prepaid return shipping label. We won't return the damaged device to you.

    The goal is to give you the same make and model that you purchased. Asurion may fulfill claims with like-new equipment of the same or comparable model, but we can't guarantee the colour or feature and accessory compatibility.

    A replacement fee (from $49 to $449) will be billed to your next Virgin invoice. Find out how much the replacement fee is for your device.

    Additional fees up to $1150 will apply in the scenarios below:

    • Non‑Covered Service Fee: Applies if failure to be excluded from coverage.
    • Non‑Return Fee: Applies if Protected Device is not returned within 15 business days.
    • Sync Software/Locking Fee: Applies if Protected Device is returned with content and sync software (such as Find My iPhone) and activation lock are enabled.
  • What happens if I don't hook up SmartCare?
    SmartCare bring your own phone is totally optional. You don't need to have it to hook up a phone with us. Without it, you might be responsible for the total replacement cost of your device if it's damaged, stolen, lost or is determined to be defective after the limited warranty period.
  • What if I want to cancel my SmartCare plan?

    You can cancel SmartCare bring your own phone anytime without any extra charges by contacting us 1-866-213-2143.